I was sitting at my desk this afternoon trying to prepare some shipping documents for a 2pm deadline. At 1:55pm, the phone rang. It was the manufacturer of our photocopier conducting a survey to ensure the recent service and cleaning they performed last week met our expectations. My first instinct was to say "Call me later" or "If there was a problem, you would have heard from me already". Even though it felt like three minutes of my life I'll never get back, I answered her questions candidly and thoroughly. Why? Because I know what it's like trying to ensure customer's expectations are met.
ACS is currently undergoing a similar excercise. Every year, we ask 20 questions about why our customers buy from us, what they want to see in the future and what, if anything, can we improve upon. I sincerely understand completing these surveys is less than exhilarating. Some people may even believe the answers are not read, go into a black hole and no actions or changes take place as a result of everyone's efforts. Not true!
Every year, the data is collected, summarized and presented to the entire management team. Although the data is tallied, raw data such as comments (both good and bad) are unaltered for all to see. Tranparency is important to the management team so that we truly understand the mindset of the customer. After all, we're in business because of our customers, not the other way around.
So if you received a customer satisfaction survey from ACS by email, take a moment to fill it out. Your feedback will be reviewed and any questions or concerns will certainly be addressed in a timely manner.
Shawn Fitzpatrick
Marketing Manager
